St. Luke's Hospital

"This is our "go to" hospital for basic medical needs the last 30 years (i.e., it is not a Level 1 Trauma Center). Sons born here. Elective surgeries have been done here. All with good clinical outcomes. All our preventive care done here. I've been in they O.R.s multiple times as a vendor. Great teams and sterile. I would give it a five (5) except for one point: accounting. St. Luke's is probably no different than any other facility, however now that I am growing older, I get more bills. All are paid on time. So here is my request to the CFO: 1. Send one (1) invoice to the customer. I get the same NET 30 invoice every five (5) days. That is six (6) of the same invoice for the same service before the due date. It's annoying. It's confusing when sorting other invoices. It makes me want to go someplace else. 2. I assume this is done to ensure on-time payment. Instead, provide customers the option to "schedule payment." This allows customer to see the invoice, click pay, but instead of me paying early (which is not good HSA economics), I choose the payment date. Of which most likey will be the actual due date. This most likely will increase St. Luke's cash flow. So, a complaint with solutions. Thanks for being in our community, but please stop the robotic repeat same invoice protocol."

"Unfortunately, we have had several hospital experiences in the St. Louis area over the last couple years. I would just like to say this was easily the best of them. Everyone from the ER nurse to the anesthesiologist, nursing staff on the 87th floor and the surgeon for my wife’s emergency surgery, was absolutely amazing. Very professional, friendly and seemed to care for nothing other than to make us feel comfortable and taken care of. We didn’t speak with a single member of staff that wasn’t super kind and caring. We can’t say enough good about our experience here"

"I received nothing but quality care from the moment I arrived. My condition was treated seriously and quickly with no wait time whatsoever. Every staff member I came across was reassuring that all would be ok and that they'd do all they could. I truly appreciate such high quality care."

"3 hr wait. AND another hour AFTER the doctor saw her in the ER to get my wife any relief. Nurses were OK at best. They made me feel unwelcome and as though I was a nuisance. This has not been my experience at other hospitals. I stood outside her ER room #11 and was ignored for a while. I was stoic and silent and stayed out of the way. I am sensitive for others who may be in critical condition although no “emergencies” occurred while I was posted outside her door. I guess others are correct and we just have to be advocates for our family when visiting St. Luke’s. I asked for someone from patient relations, but no one was available. I was told to look it up on their website. In addition, the laptop in our room had our information readily available and the notes and patient information of others on the desktop unattended and accessible for anyone to view and, perhaps actionable? I will see if anyone reaches out from the hospital. They also asked to take my wife’s photo to prevent insurance fraud. Why is it our responsibility to provide positive ID when they are accepting fraudulent insurance cards or claims? I asked about it and was rudely told that she wasn’t going to argue with me and that she accepted the consent from the patient (my wife) - while on the pain medication Dilauded for her sciatica. Is that normal to ask consent after administering pain medication? I stepped out of the room and asked the same nurse who asked for my wife’s photograph if she knew when someone from patient relations would stopping by. She said that she would get a supervisor as patient relations was unavailable (this was 12:09am). I asked if I would have been made aware if I hadn’t asked. This upset her and she stepped away to complain to a “charge” nurse. I was asked to wait in the room - this was because they didn’t want other patients to hear my concerns. The charge nurse tried to defuse the HIPAA violations as a mistake and that they could have asked my wife’s consent to the photo ID and her patient rights and billing prior to administering Dilauded, but that it would have “delayed” her care. I’m embarrassed for the tarnished reputation of St. Luke’s Hospital. I have real concerns about the potential lack of adequate care, adherence to HIPAA and overall lack professionalism and accountability when issues are brought to leadership’s attention. We will see what steps the hospital takes and if seeking counsel is recommended. Please use caution when selecting this hospital for your family members."

"Glennetta and Dora in labor and delivery are the best nurses we have ever had in 3 different hospitals that we have had kids at. But all the nurses here during our time have been wonderful, easy going, patient, and really caring."